Quality Assurance Specialist
hace 2 días
Why we are looking for you
is growing quickly, and we are looking for a Quality Assurance Specialist to join our Customer Success team. This role will be responsible for evaluating the customer interactions led by our CSMs on both proactive outreach calls and reactive retention calls, ensuring that we hit a high standard of service based on our Customer Success Quality rubrics. Beyond scoring interactions, you'll be responsible for identifying recurring gaps in communication or process, surfacing coaching opportunities, and collaborating closely with Success leadership to recommend training and process improvements.
The ideal candidate thrives in a fast-paced environment, excels at creative problem-solving, and is a master of both time management and data interpretation.
What We Look For
- We are seeking candidates who bring a solution-focused mindset and strong interpersonal skills to thrive in a fast-paced environment. Specifically, we value individuals who have:
- A detail-oriented professional with a strong sense of empathy and a deep understanding of what great customer interactions sounds like.
- Proven experience in a quality assurance, or customer success role
- Excellent written and verbal communication skills, with the ability to provide clear, constructive feedback to help team members grow.
- Analytical mindset with the ability to spot patterns, draw insights from success interactions, and translate them into coaching or process recommendations.
- Comfortable working cross-functionally, especially with success leaders and training teams, to champion service quality and continuous improvement.
- Highly motivated with a strong work ethic. Wants to maximize number of support interactions audited each month
The impact you will have
- As a QA specialist your work will have a direct impact on the success and growth of both
and our customers. In this role, you will: - Listen to and score Customer Success calls that aim to increase customer retention through both proactive and reactive motions.
- Provide clear trends and coaching opportunities based on rubrics scores to Success leadership.
- Guide enablement and training efforts for the CSM team based on trends from calls.
Minimum requirements
- 2+ years of experience in a Customer Success or Account Management role.
- Proven success in a quality or enablement focused role.
- Full English fluency - excellent speaking and writing skills.
- Ability to listen to and score calls per week
- Experience with Customer Success tools, including (but not limited to) Salesforce, Sales Loft, TalkDesk, Gong, Loom, and Metabase.
- A background in B2B2C, ideally within the food/hospitality and technology space. You are familiar with industry trends and competitive dynamics and eager to share that knowledge with your team.
- A commitment to personal growth and continuous development.
Pay and benefits
- The estimated base salary range for this role is $30,000 USD.
- Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks
Notice - Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by scammer, please mark the communication as "phishing" or "spam" and do not respond.
-
Senior Specialist, Quality Assurance
hace 2 días
Mexico City Percepta LLC A tiempo completoJob Description - Senior Specialist, Quality Assurance (048VN) Senior Specialist, Quality Assurance Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Senior Specialist working hybrid in Mexico City, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our...
-
Senior Specialist, Quality Assurance
hace 2 días
Mexico City Percepta LLC A tiempo completoJob Description - Senior Specialist, Quality Assurance (048VN) Senior Specialist, Quality Assurance Your potential has a place here with TTEC’s award-winning employment experience. As a Quality Assurance Senior Specialist working hybrid in Mexico City, you’ll be a part of bringing humanity to business. #experienceTTEC Our employees have spoken. Our...
-
Senior Quality Assurance
hace 2 días
Mexico City Percepta LLC A tiempo completoA customer experience leader in Mexico City is seeking a Senior Specialist in Quality Assurance to evaluate customer interactions and enhance performance. This hybrid role requires expertise in mentoring team members, analyzing data, and providing feedback for operational improvement. Candidates should possess an Associate degree or equivalent experience...
-
Manager, Quality Assurance
hace 2 días
Mexico City ICON Clinical Research A tiempo completoManager, Quality Assurance - Mexico - Homebased or Hybrid (Fixed Term with option to be Perm) ICON plc is a world‑leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development. We...
-
Manager, Quality Assurance
hace 2 días
Mexico City ICON Clinical Research A tiempo completoManager, Quality Assurance - Mexico - Homebased or Hybrid (Fixed Term with option to be Perm) ICON plc is a world‑leading healthcare intelligence and clinical research organization. We’re proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical development. We...
-
Analyst - Compliance Quality Assurance
hace 4 días
Mexico City Metropolitan Area American Express A tiempo completoAt American Express, our culture is built on a 175-year history of innovation, sharedvaluesand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills,...
-
Sr. Quality Assurance Specialist KYC Fraud
hace 2 días
Mexico City Metropolitan Area DiDi A tiempo completoAbout The CompanyDiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia-Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as auto solutions, food delivery, intra-city freight, and...
-
Quality Assurance Specialist
hace 4 días
City, México Excent Capital A tiempo completoAbout the jobAbout Us:We are Excent Capital Ltd, a multi-regulated investment broker with offices in London, Seychelles, St. Vincent, Brazil, and headquarters for LATAM located in Mexico City. We also have solid global expansion plans. The core of our business is to provide clients and investors with an investment platform for the international financial...
-
Mexico City Metropolitan Area Crunchyroll A tiempo completoAbout CrunchyrollFounded by fans, Crunchyroll delivers the art and culture of anime to a passionate community. We super-serve over 100 million anime and manga fans across 200+ countries and territories, and help them connect with the stories and characters they crave. Whether that experience is online or in-person, streaming video, theatrical, games,...
-
Senior Quality Assurance Manager – Remote Trials
hace 2 días
Mexico City ICON Clinical Research A tiempo completoA leading clinical research organization located in Mexico City is seeking a Manager of Quality Assurance to ensure the quality and compliance of clinical trials. This role requires at least 5 years of quality assurance experience in the pharmaceutical or CRO industry and strong analytical and problem-solving skills. The position offers competitive salary...
